viaDOTS – Cancellation & Refund Terms

1. Purpose and Scope

1.1. These Cancellation and Refund Terms (“Terms”) govern all cancellations of ride bookings made through the viaDOTS mobile application, website, or any other platform operated by viaDOTS (“Company”).
1.2. By creating a booking, the user (“Rider”) acknowledges and agrees to be bound by these Terms.

2. Rider-Initiated Cancellations

2.1. Cancellations made 1 hour or more prior to the scheduled ride start time:
The Rider shall be entitled to a full refund of the fare paid.

2.2. Cancellations made within 1 hour of the scheduled ride start time:
The Rider shall not be eligible for any refund, and the entire amount paid shall be forfeited.

2.3. Cancellations made at or after the commencement of the ride, including on-journey cancellations:
No refund shall be issued. The booking amount shall be deemed fully consumed.

3. Driver-Related Cancellations

3.1. In the event the assigned driver fails to report at the pickup location within 15 minutes of the scheduled time for reasons attributable solely to the Company or its personnel, the Rider may cancel the ride and shall be entitled to a full refund.

3.2. If the driver fails to report entirely (“no-show”), the Rider shall receive a full refund and may, at the Company’s discretion, be eligible for service credits.

4. System Errors, Technical Failures & Failed Transactions

4.1. If a booking is cancelled due to a technical failure, platform outage, or any internal system error attributable to the Company, the Rider shall be entitled to a full refund.

4.2. In the event of duplicate payments or failed transactions, the Company shall issue a refund after internal verification. Standard settlement timelines of banks or payment gateways shall apply.

5. Refund Process & Timelines

5.1. All eligible refunds shall be processed to the original payment method within 5–7 working days.
5.2. The Company shall not be liable for delays caused by financial institutions, payment gateways, or third-party service providers.
5.3. Refunds shall be limited strictly to fare amounts paid. No additional compensation, interest, or consequential damages shall be payable.

6. Misuse & Abuse of Cancellation Privileges

6.1. The Company reserves the right to monitor Rider behaviour for excessive, fraudulent, or abusive cancellation patterns.
6.2. The Company may, at its sole discretion, implement corrective actions including, but not limited to:

• Temporary or permanent suspension of the Rider’s account;
• Restriction from booking certain time slots;
• Denial of certain promotional offers or benefits.

7. Force Majeure

7.1. The Company shall not be held liable for any delay, cancellation, or failure to fulfil services arising from circumstances beyond its reasonable control, including but not limited to natural disasters, strikes, riots, government actions, or network failures.
7.2. In such cases, refunds shall be determined solely at the Company’s discretion.